Relationship marketing and a new economy: it’s time for de‐programming

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Adopting a service logic for marketing (2006, background): “…management and marketing literature, this notion of value creation seems likely to become the dominant view (see, for example, Grönroos, 2000; Gummesson, 2002; Jüttner and Wehrli, 1994; Normann, 2001; Normann and Ramirez, 1993; Ravald and Grönroos, 1996; Storbacka and Lehtinen, 2001;…”
How does product program innovativeness affect customer satisfaction? A comparison of goods and services (2011, background): “Inseparability “refers to the simultaneity and interconnectedness of service performance and use” (Berry et al. 2002, p. 5), which relates to the essence of most services, namely, the interaction between customers and service employees during the service delivery (e.g., Gummesson 2002 ).”
Key drivers of university‐industry relationships: the role of organisational compatibility and personal experience (2007, background): “Inter-organisational relationships have emerged as a central research theme in the marketing discipline during the last two decades ( Gummesson, 2002”